Support Agent II -eduCLIMBER
Support Agent II -eduCLIMBER
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1 Vacancy
Job Description
We are seeking a highly skilled Support Agent II to join our Customer Support team. Your primary responsibility will be to enhance the customer experience by optimizing the use of our products and providing advanced solutions.
You will play a crucial role in maintaining our companys reputation through exceptional customer interactions and proactive problem-solving. You recognize that a companys reputation is built on its customer interactions and you are committed to being at the forefront of this mission.
Responsibilities - As a Support Agent II you will:
- Lead customer support interactions with professionalism empathy and expertise.
- Respond to customer queries (both internal and external) within timelines through various modes (e.g. calls chat email).
- Resolve routine as well as complex problems and effectively communicate solutions or requested customer information.
- Conduct in-depth research to address and anticipate customer inquiries.
- Develop a comprehensive understanding of systems products and their integrations.
- Troubleshoot complex customer issues on supported operating systems and browsers.
- Exhibit superior listening skills fully understanding customer issues before proposing solutions.
- Maintain expected levels of representative metric goals; Adhere to case management guideline.
- Proactively analyze customer needs and consult with relevant departments as necessary.
- Support internal and external projects by working collaboratively in teams and committees.
- Assist and support early career team members and new hires as required.
Qualifications :
For this role as a Support Agent II you should have:
- High school diploma/ GED with 1 years of customer support experience preferred. Or equivalent combination of education and experience.
- Education background including educators and district resources.
- Exceptional customer service skills with extensive experience in phone and email support.
- Strong written and verbal communication skills capable of translating complex information for diverse audiences.
- A commitment to mastering our systems products and their integrations.
- Proven reliability customer service orientation and a focus on quality.
- The ability to identify customer needs and implement efficient innovative solutions.
- The ability to cultivate a positive attitude and contribute to a supportive and dynamic culture.
Bonus points for:
- Advanced knowledge of Microsoft Suite products.
- Advanced knowledge of Salesforce.
- Advanced knowledge of JIRA ticketing system.
- Extensive experience supporting customers in a SaaS environment.
- Extensive experience with Renaissance products specifically eduCLIMBER.
Additional Information :
All your information will be kept confidential.
Salary Range: $20.29 - $27.40
This range is based on national market data and may vary by location.
Benefits for eligible employees include:
- World Class Health Benefits: Medical Prescription Dental Vision Telehealth
- Health Savings and Flexible Spending Accounts
- 401(k) and Roth 401(k) with company match
- Paid Vacation and Sick Time Off
- 12 Paid Holidays
- Parental Leave (20 total weeks with 14 weeks paid) & Milk Stork program
- Tuition Reimbursement
- Life & Disability Insurance
- Well-being and Employee Assistance Programs
Frequently cited statistics show that some women underrepresented individuals protected veterans and individuals with disabilities may only apply to roles if they meet 100% of the qualifications. At Renaissance we encourage all applications! Roles evolve over time especially with innovation and you may be just the person we need for the future!
EQUAL OPPORTUNITY EMPLOYER
Renaissance is an equal opportunity employer and does not discriminate with respect to any term condition or privilege of employment based on race color religion sex sexual orientation gender identity or expression age disability military or veteran status marital status or status of an individual in any group or class protected by applicable federal state or local law.
REASONABLE ACCOMMODATIONS
Renaissance also provides reasonable accommodations for qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local laws. If accommodation is needed to participate in the job application or interview process please contact Talent Acquisition.
EMPLOYMENT AUTHORIZATION
Applicants must be authorized to work for any employer in the United States. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
For information about Renaissance visit: Work :
Yes
Employment Type :
Full-time
Employment Type
Remote
Company Industry
Key Skills
- Computer Science
- Continuous Integration
- Fraud
- Intake Experience
- Law Enforcement
- Usability
- Analysis Skills
- Computer Forensics
- Driving
- Teaching
- Counterintelligence
- Sass
